Brief Description
The role
Our Helpdesk Operators manage the day-to-day issues that arise around station and depot assets and facilities management. They sit within our Facilities Management team, responsible for maintaining assets in our Stations and Depots, including the Grade 1 listed St Pancras International.
We are looking for a Helpdesk Operator to provide an efficient and effective varied administrative support service to internal and external customers. The administrative support you bring will make all areas of work progress smoothly from receiving and recording faults from various contact sources to following up queries on faults, identifying repeat faults and reporting to management any discrepancies or issues arising. You will administrate permit to work requests by processing, progressing and issuing permits and their updates. The role includes handling incoming & outgoing post, administration of key and card access to site, fire warden duties, and cleaning and safety audits.
This is a great opportunity and a permanent position, so come and be part of a truly unique business that brings the UK closer to Europe.
About the role (External)
The Person:
As a Helpdesk Operator, you will act as the first point of contact for all fault related issues, ensuring strong and accurate customer focused skills are utilised at all times.
You will own through to resolution all incidents and queries that come through to you, making sure the customer is fully updated at each step of the process. Working smartly, you will utilise all departments available to you in order to mitigate any potential or future business impact on the customer.
Key Accountabilities
1. Provide effective first level support for all business-related issues and second line support to customers logging “How do I…?” calls relating to certain standard applications.
2. On behalf of customers, own and manage incidents and issues through to completion.
3. Accurately log, assign and update call records with all of the relevant information and track through to closure.
4. Adhere to processes relevant to each issue to meet the business need and to minimise business impact.
5. Notify, through escalation, all protracted issues or process failures to the line manager.
6. Responsible for raising user awareness of basic software skills and best practice methods in the use of standard Network Rail software and hardware tools, to improve overall productivity and reduce the number of issues raised.
Essential
7. The ability to understand customer requirements and determine support needs
8. Excellent customer service skills
9. A clear communicator
10. A high attention to detail – able to be accurate, methodical and organised
11. The ability to work well within a highly disciplined team, staying focussed under pressure
12. The ability to prioritise competing issues
13. Experience in a busy work environment, meeting KPI’s & daily deadlines
14. Proficient in the use of Windows 11, MS Outlook, Word & Excel
Desirable
Familiar with Concept Evolution
Experience in a Facilities Management support role
IOSH Certification
This role consists of a 35-hour working week (spread over varied shift pattern) and there may be the requirement to work some public holidays.
Please also be aware - this is not an IT Helpdesk position.